haku: @indexterm RETAIL BANKING / yhteensä: 33
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| Tekijä: | Dawes Farquhar, J. |
| Otsikko: | Retaining customers in traditional retail financial services: interviewing "les responsables" |
| Lehti: | International Review of Retail, Distribution and Consumer Research
2003 : OCT, VOL. 13:4, p. 393-404 |
| Asiasana: | Customer relations Financial services Retail banking |
| Kieli: | eng |
| Tiivistelmä: | Organizational concerns with retaining customers in traditional retailing of financial services are explored in this paper. Managers, charged with retaining customers ("les responsables") in banks and building societies, are interviewed seeking their views on how their organizations retain customers. The results suggest that there are number of shared themes in the sample of informants, which are evolution/flux, customer information systems, a product/sales orientation, delivering financial services, staff and relationships with customers. |
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